The Reputation Top 10 of the dealer world
Every month we measure how the 60 largest dealer groups in the Netherlands handle their Google reviews. Not the internal satisfaction score that only you and your importer see, but the scoreboard that every car buyer and every AI assistant reads. These are the 10 that score best on it.
60
dealer groups
1,882
verified Google profiles
302,352
Google reviews
12 mo
rolling window
Every number is counted, not estimated, and traceable to its source. How we measured →
Everyone is already watching. Are you?
Every car buyer, every AI assistant and more and more importers already see these numbers. The question is not whether your reputation is being measured, but whether you see it yourself.
Every month the list shifts. Those who do nothing get overtaken by those who do respond.
Read this before you look at the list
Four things that determine how to read the numbers below.
What the score does and does not measure
The Reputation Score combines what customers do (Google stars and review volume) with what the group does itself (response rate, response time and the complaint gap). Behaviour weighs more than size. The score says nothing about the quality of the cars or the workshop, only about how visibly reviews are handled.
Response rate is not the same as the complaint gap
An example. A group gets 100 reviews and answers 90 of them: the response rate is 90 percent. Of those same 100, 10 were negative, and 4 of those never got a reply: the complaint gap is then 40 percent. So a high response rate can easily go together with a large complaint gap, and the latter is what the next buyer reads.
The window rolls along
We always measure twelve full months. With each edition the oldest month drops off and a new one is added. If you start answering complaints today, you will see that in a next edition, and an old backlog rolls out by itself.
Small numbers do not count
With fewer than ten complaints in the window we show no complaint gap, and below one hundred reviews a group gets no position. With few reviews, a single complaint makes the difference between 0 and 50 percent, and that is not a measurement but chance.
Corrections and right of reply
Every edition goes to the measured groups first and only then online. If something in our count is demonstrably wrong, for example a location that does not belong or a profile we missed, we fix it and note the correction in the next edition. What we do not do: change positions on request, or remove a group from the measurement on request. Everyone is measured the same way, including our own customers.
Is your group not listed? We do not publish the groups outside the top 10 by name. Request your own position and figures →
Request your own report
You get your position in this edition, your Reputation Score and your own figures (stars, review volume, response rate, response time and complaint gap) next to the top 10 and the market average. Plus every location against the yardstick: best and weakest location, spread and where the quickest wins are. Use your business email address: we only send the report of your own organisation, and only to an address on that domain. In your inbox within two working days.
The Reputation Score: the KPI you can actually steer
Not a report card that just happens to you, but a yardstick with five ingredients. Two say what customers do. Three say what you do, and you can act on those tomorrow.
In Repmanager you track this score live per location, next to the market average. This index is that same score, applied to the entire dealer market.
This score is not just for the market
The index uses the same Reputation Score model as the Repmanager dashboard: one number, two sides, five levers. In the dashboard it measures in more detail, including sentiment and your own response deadline, live per location and next to the market average: which location pulls your position up, which one holds it back, and which lever you need to pull.
The concepts behind the index
Every term in the Reputation Top 10 is defined and backed up in its own article, with the figures included.
The complaint gap
The share of negative reviews that get no reply. The most heavily weighted behaviour metric in the index.
Lees de definitie →The response time gap
Praise gets a reply faster than criticism. Why the median response time counts in the score.
Lees het artikel →The premium paradox
The more expensive the brand, the larger the complaint gap. In the annual study (full history of every profile), 61% of complaints went unanswered at premium brands, compared to 49% at mainstream brands.
Lees het artikel →The farewell gap
2,105 customers publicly announced they were leaving; 47% never got a reply.
Lees het artikel →Reviews and AI visibility
AI reads your silence too: what unanswered reviews do to how ChatGPT and Perplexity summarise you.
Lees het artikel →Method and accountability
Rolling 12-month window, version-controlled universe, public register. This is how we measure this index, step by step.
Lees de verantwoording →Curious where your dealer group stands?
We will place your locations next to this benchmark free of charge: score, response rate, response time and complaint gap, per location. One overview, no strings attached.
Bob Pieterse
Co-founder Repmanager
Strategy, sales and partnerships. Bob is often the first face you see from Repmanager. He builds the relationships with dealer groups and partners, and makes sure what customers need flows back into the product and the roadmap.
Frequently asked questions
About the ranking, the Reputation Score and the method
What is the Dealer Reputation Index?
The monthly measurement of the 60 largest car dealer groups in the Netherlands on reputation behaviour: what they actually do with their Google reviews. We measure all 60 with the same formula and publish the top 10 with name and score. The other groups can request their position and figures, only for their own organisation. Built on 1,882 verified Google Business Profiles and 302,352 collected public reviews, carried out by Repmanager.
How is the Reputation Score calculated?
The Reputation Score (0-100) combines what customers say (average stars, review volume) with what the group does itself (response rate, response time and the complaint gap). The ingredients are public, the exact weighting is not. It is the same score model customers see in the Repmanager dashboard; there the score measures in more detail, including sentiment and your own response deadline.
What data is the index based on?
On public Google reviews from 1,882 profiles of the top 60 dealer groups. Every profile can be traced to the group's official website and is validated against the location pages of all 60 groups. The window is a rolling 12 months (this edition: August 2025 to July 2026); the current month never counts.
How reliable are the numbers?
Every number is counted, not estimated. The profile list is version-controlled, we track mergers and acquisitions in a public register, and the figures are validated against official location pages. Still see a factual error? Email us; demonstrable errors are corrected visibly.
What is the complaint gap?
The complaint gap is the share of negative reviews (1 and 2 stars) that get no public reply from the dealer, measured within the 12-month window of the edition. It is one of the five ingredients of the Reputation Score.
Are Repmanager customers treated differently?
No. Every group is measured identically on the same public Google data, customer or not. There are no labels, no advantages and no removal on request: a single exception would make the whole index worthless.
How often does a new edition appear?
A new edition every month. The measurement window then moves one month along. From edition 2 onwards you will also see each group's movement compared to the previous edition (risers and fallers) and the score trend.
How do I get the report for my own group?
Use the form at the top of this page to request the free group report: the figures behind your position, per location, with best and weakest location and the spread.
My dealer group is not included. Why?
The index follows the 60 largest dealer groups in the Netherlands, measured by verified Google profiles and review volume. We process mergers and acquisitions per edition via the public register; as a result, groups can enter or be merged.